CX: Delivering Happiness – The Series, Part 3

Posted on Monday 20 August 2018.

CX: Delivering Happiness The ‘CX: Delivering Happiness’ Series is all about the shift in the ITSM industry which is beginning to steer the focus away from traditional metrics and towards recognising the significance of the customer experience.  It will focus on everything from the ‘why’ and ‘how’ to measure CX, what affect it will have

Read More



Re-Framing the Service Desk

Posted on Friday 10 August 2018.

by Rob Beswick, Head of Membership, SDI   This blog is probably not aimed at you, and when I say you, I mean a service desk professional who is possibly a member of SDI.  This blog is aimed at a specific few in other areas of the business; they may not usually venture here, but

Read More



Avoiding Burnout: reducing stress and increasing job satisfaction

Posted on Wednesday 8 August 2018.

by Scarlett Bayes, Industry Analyst, SDI   I attended a BCS event recently titled Bots, Burnout, and Blame, presented by Matthew Bellringer, founder of Meaningbit. Matthew detailed what burnout is, what causes it, changes individuals can make in their work environment to avoid burnout, and how organisations can begin to break the culture which can

Read More



10 steps to providing a better Employee Experience

Posted on Tuesday 7 August 2018.

by Sumit De, Head of Consultancy, TOPdesk   We’re in the age of Employee Experience. It’s been a gradual transition, but employees now expect much more from their employers than they did in the past – not least when it comes to services. How can Service Management meet the demands of the modern employee?   Employee Experience

Read More



The Impact of GDPR on the Service Desk

Posted on Thursday 2 August 2018.

by Sunil Mohal, SAS Management Inc       When an organization operates a centralized point of engagement with its customers, we typically refer to that point as a Service Desk, a Call Centre or a Contact Centre. Quite often these terms are casually interchanged. From a Service Management perspective, the Service Desk “is the primary

Read More



MESSAGE US
close slider
  • Feel free to get in touch. To ask a question directly please submit your message using the form below.
  • Can we send you updates and offers to help you be brilliant?
  • This field is for validation purposes and should be left unchanged.
X